16 Do's and Don'ts of live chat support services (Tips)

About Live Chat Support 2 Live chat services is one of the greatest customer support solution for various business, but there are certain tips to keep in mind for enhancing the growth of customer experience. Let us see some of the do's and don'ts of live chat support

3 Don'ts of live chat support Avoid making too many transfers Avoid the longer waiting time Avoid using negative words

Avoid making too many transfers among the chat agents 4 Customers are annoyed when they are transferred to multiple agents for the chat support

Avoid the longer waiting time for your customer 5 According to the survey 70% of customers extremely dislike the long waiting time for the support.

Avoid using negative words 6 Negative words like words “can’t,” “won’t,” or “don’t” can reduce the customer satisfaction level

7 DO’S OF LIVE CHAT SUPPORT

Provide a transcript to the customers 8 At the end of the each chat provide a copy of the transcript to your customer

Use canned/standard messages 9 Using a set of standard pre- canned messages can reduce your customers wait time.

Use targeted pages chat offer 10 Find the list of pages where the users visit frequently and pop up the chat offer to increase the conversion rate.

Use pre chat information survey 11 Using preliminary information survey before the chat, provides proper direction to the proper departments for faster response.

Use type indicators 12 Using type indicators can help in providing faster response once the customer hits the send button.

Use sound indicators 13 Use sound alert to indicate the waiting customers to the busy chat agents.

Use quick chat transfer 14 All chat agents will not have all required expertise. If their chat is out of their expertise, transfer the chat quickly to the another agent with the desired expertise.

Automatically accept the chat requests 15 Don't make the customer wait, instead accept the chat automatically with the standard canned messaged.

Provide chat button with the 16 Use chat button with the for follow ups, questions, suggestions etc for faster resolution of queries

Provide customized chat offers 17 Instead of providing automated chat pop up, use customized chat invitation to targeted audience

Use up-sell and cross-sell techniques 18 Identify the customers and use proper up-sell and cross-sell techniques to improve the sales conversion ratio

Make your chat button more clear 19 Placing the chat button in the steady location will make more impact instead of placing in footer or bottom.

Provide 24/7 support 20 Don’t limit your support for limited hours, providing 24/7 support will increase the customers loyalty.

Useful Links 21 Importance of live chat support for ecommerce business Improve your support centre’s chat and handling efficiency Benefits of live chat outsourcing services 5 tips to build rapport while providing live chat support services

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